Director of Operations

Decideware


Date: 3 weeks ago
City: Remote, Remote
Contract type: Full time
Remote
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Job Summary

Are you a passionate leader with a knack for driving customer success and delivering exceptional professional services? Do you thrive in a fast-paced SaaS environment, where your strategic vision and operational excellence can make a significant impact? If so, we want you to join our team as Director of Operations!

Job Description

About the Role

As our Director of Operations, you will be at the helm of our Customer Care and Professional Services teams, ensuring that our clients receive unparalleled support and customized solutions that meet their unique needs. Your leadership will be pivotal in fostering high-performing teams, driving customer satisfaction, and showcasing the true value of our products.

Key Responsibilities

  • Lead and Inspire: Cultivate and mentor high-performing teams in Customer Success, Support, and Professional Services. Your leadership will drive excellence and innovation.
  • Customer Advocate: Engage directly with clients to understand their needs, demonstrate product value (ROI), and ensure strategic alignment and satisfaction.
  • Operational Excellence: Oversee the delivery of high-quality, on-time solutions that meet financial targets and exceed customer expectations.
  • Strategic Vision: Shape business and technical strategies, develop a forward-thinking product roadmap, and drive continuous improvement in delivery processes.
  • Risk Management: Proactively identify and mitigate risks to ensure smooth execution of strategic initiatives.
  • Collaborative Partner: Work closely with Sales, Finance, and Development teams to create seamless processes, from scope documents to risk mitigation in contracts.
  • Data-Driven Decision Maker: Set, monitor, and review progress against KPIs, including utilization, revenue, profitability, customer retention score & satisfaction.
  • Innovative Solutions: Develop and implement processes and procedures to enhance the delivery team's effectiveness and capability, including automated training initiatives.
  • Talent Management: manage team development to maintain a high-performing, agile workforce.

What You Bring

  • Customer-Centric Focus: A deep commitment to understanding and meeting customer needs.
  • Technical Leadership: Strong SaaS industry knowledge, best practices and the ability to lead teams effectively.
  • Excellent Communication: Superior writing, presentation, and cross-functional collaboration skills.
  • Self-Motivation: The drive to initiate and manage customer activities independently.
  • Pressure Handling: Ability to perform under pressure and manage multiple projects simultaneously.
  • Coaching Skills: Adept at mentoring and developing team members to achieve their best.
  • Independent Problem-Solver: Capable of handling escalated situations with poise and efficiency.
  • Strategic Contributor: Experience in high-impact projects that shape a company’s future direction.

Education and Experience

  • Strong experience as Customer Success is required, PS Manager and or Support Manager experiences is a plus.

Travel

Travel is required, up to 25%.

Why Join Us?

We are committed to fostering a collaborative and innovative work environment where your ideas and expertise can thrive. If you are ready to lead with passion and drive significant customer impact, we would love to hear from you!

This remote position is located in Canada or the USA, with a preference on the East coast.

Apply now to be part of our exciting journey!

Worker Type

Regular

Number Of Openings Available

1

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